The Critical Role of Seamless Handoffs in Enhancing Customer Experience: A Deeper Dive
The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.
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CX-EXCELLENCE
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"Envisioning a future where every organisation, regardless of size, embraces the power of exceptional customer experience, at Michael Brandt CX-Excellence, we strive to be a leading source of wisdom and practical guidance in the customer experience domain. Our vision is to demystify the art and science of customer experience for businesses worldwide, enabling them to weave customer-centricity into their fabric. By sharing knowledge, expertise, and actionable insights, we aim to ignite a transformation that culminates in higher satisfaction levels, enduring loyalty, and sustainable growth for our clients in an ever-evolving marketplace."
Have you set up a voice of customer program or a survey program (NPS, CSAT, Customer Effort Score, or any other system) but you are unsure how to deal with the feedback? Or have you thought about setting one up, but don't know how?
No company can afford to lose customers. If your customers are leaving and you don't know the reason, it's time to find the causes. There are different ways to do this. Contact me and we can discuss how I can help you stop the losses and return to revenue growth.
Is your growth stagnating? Do you get the feeling that customers want more, but you can't put your finger on what? Do you feel that you know your customers as well as you should? Would you like to establish a closer relationship with your customers? If the answer to any of these questions is yes, it's a great opportunity to launch a Voice of Customer program to listen to your customers and to act on their feedback.
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About Me
A Passion for Customers and a Specialist in Voice of Customer, Customer Journey Mapping, Complaint Handling, and Multicultural multi-site Team Management.
From the early days of my career in the airline industry to my most recent role at ABB in Zürich, where I was responsible for ABB's global Voice of Customer (VoC) and complaint resolution programmes, I've always thrived on being at the frontline with customers.
My time in Japan ignited a deep passion for Customer Experience. The unwavering dedication and meticulous focus on customers in Japanese culture left a lasting impression on me. It’s an approach that I've carried with me throughout my career.
At ABB, I not only led the development of a transformative Voice of Customer program but also managed diverse teams across multiple regions, including Europe, Asia, and the Americas. This global experience honed my ability to lead teams from different cultural backgrounds, fostering a collaborative environment that delivered powerful insights and influenced key company priorities.
We also developed and implemented a robust complaint management tool that tracked performance in customer follow-up, ensuring that we stayed attuned to customer sentiments. This allowed us to make necessary adjustments swiftly, maintaining a pulse on customer satisfaction.
As a Certified Customer Experience Professional (CCXP) and a founder member of the European Customer Experience Organization (ECXO), I bring a wealth of knowledge and hands-on experience in managing multicultural teams, making me uniquely equipped to deliver impactful people management and customer experience-related courses.
Testimonials
I absolutely enjoyed your masterclass and gained new insights on complaints management. One part of it I appreciated, in particular, was the 5As model in Complaints Management. Having it aligned in the way you put it, makes it easier to follow and puts things in the right perspective.
S.E. | Lagos
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6998 Monteggio Switzerland
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